Buitenverwachting has always been one of the better choices for an upmarket meal. There motto is “Beyond Expectation” My experience yesterday surprised me thoroughly. The food has always been good. I arrived to a mostly empty restaurant with one big Christmas party table seated right next to us.
Our party of six arrived around 12:30 with one straggler arriving just after 1pm. Service at this stage was a little vague but sufficient. by 1:20 a waiter who only helped us for the order taking process, and was not involved at any other stage in our meal, had taken our order. we felt this was a little slow but acceptable.
An amuse was served. It did not seem the same one an adjacent table was served. I had to ask the waiter three times before he gave me a half decent explanation of what it was. It seemed to be a cucumber mousse accompanied with a vinaigrette and another thin layer. I eventually was told this layer was Dukkah. All I tasted was bland cucumber with a vinegar dash. I was not impressed, having it served in a very cheap shot glass, that would not have looked out of place filled with cheap apple sour in a student bar. In a restaurant of this calibre? really?
By 3pm there were no starters and I was looking for a manager. There was no-one at reception. I returned to the table and our starters arrived soon after. Our starters arrived around 3:10! The starters were on the better side of good, I felt my prawns were of a high quality and well prepared, the kassler foam served with them was of a very high standard. Accompanied by avo, the dish could have looked good if the prawns had not been knocked out of place en-route to the table. I had noticed their dramatic appearance while being delivered to other tables. but somehow the dish was not quite there, but very good nonetheless. The quail starter was far more satisfying, well presented with interesting textures and flavours. As the meal is accompanied by carafes of wine, there was a small issue of being up-sold an extra bottle that annoyed the table, but it was drunk in any-event and I ultimately cannot really hold this against the venue, other than the way in which it was done. Mains arrived late after the manager who I had now found promised to look in to the further delay and revert to me. I was told we were up next, and then proceeded to watch food go to another table! He never did return with an explanation. By 3:30 mains had arrived and we requested that the deserts arrive promptly after the mains were cleared. I ordered my meat served bleu. It arrived medium to medium rare. the manager noticed I was not quite enjoying things (to his credit) and queried why. I explained how I ordered it. It was whisked away and he returned, only to say another was on its way and then continued to argue with me as to how it was cooked. I eventually asked repeatedly if he was suggesting it was in fact served even rare to which he eventually explained that the chef felt that if he did diners would complain the meat was cold and how the chef grilled it and then placed it in a salamander to ensure it was warm through, at which point he realised that he had just explained why it was overcooked and went off. A free bottle of wine was brought to the table in apology.
A few minutes later my fellow diners plates were cleared away, by the time the dessert cutlery had been set (including mine) I asked the waiter to cancel my main dish. 5 minutes after this the self same manager arrived with my mains in hand! He tried to force me to take it and ended up trying to stare me down! Mains were across the board other than mine, were well received and good, if uninspiring. We now waited for deserts, that were taking their time to arrive. Again, the table sent me in search of some management, which I found after a brief search, were having a cosy chat together at an outside table on the other side of the restaurant. No-one at reception again. I presented the entire history. I was now argued with! We settled that soon enough. They had now produced something new. My Anger. I was promised desserts would arrive soon, and in fact they did before I got back to the table. There was no management attention after our troubles were presented initially. Disappointing.
Our bill came, My main had been removed. Now, there is a practice of opening a new bottled water when the old one is finished without getting consent from the table, I am not sure exactly where I stand on this issue, but what irked me was the final bottle. the waiter walked up to the table stood there, opened the sparkling water, started to attempt to fill glasses, suddenly it dawned on him that all the glasses were full and proceeded to close the bottle, un-poured and place it on the sideboard. We were of course charged for this bottle. this was removed upon complaint with no explanation offered.
Other things that irked me: empty wine glasses, no longer being used were randomly cleared or left on the table, and the table was left messy. We were constantly asked which meal we were having when served, no record of our seating was used and we had not moved seats. I cannot stand being constantly asked in a restaurant that attempts to play in this league whether I am having still or sparkling. I had to fill my own wine from the carafe. Maybe this last detail is acceptable?
They are not a cheap and cheerful restaurant. The service was abominable, management response was bad. I did not have an enjoyable experience.
I asked on my way out if there was some decent explanation or extenuating circumstance for my experience. I was given no explanation. there was an enormous table in front of us, but the practice is usually to slip in the small table, as a large table will stand a longer wait as they are usually much busier socially.
The fact that they had problems with delivery is ok and $h!t happens. Not communicating effectively? unacceptable.
On realising I was conducting a review as I was leaving, suddenly attitudes changed! Just after I left the three remaining guests were now refused a bill and payment returned. This kind of last minute action and not intended for a member of the public has now left a bad taste in my mouth.
Very disappointing. They used to be way better than this. “Beyond Expectation”? I think so
I am going to ask them to comment, think they will?
I'm feeling quite angry just from reading about your experience! I think we need to bring back that old technique of walking out.
Like you, I was irked by the change in attitude when they realised they were being reviewed. Surely every customer should get the best service and attention possible?
This is exactly why my reviews are unannounced and paid for. Restaurants need to realise that the one customer who they ignore, could be the one that has a radio show/blog/newspaper column.
Not being able to find management because they're having a good chat somewhere is really infuriating. The same applies for waiters who stand around chatting while you dislocate your eyeballs trying to get their attention.
I had a lovely dinner at Caveau at the Mill the other night, but the 5 slices of bread between 10 of us didn't go far. It took so long to get attention that when they finally brought more bread we had finished the tapas. It's a small thing and won't stop me returning, but I was so irritated it really detracted from my experience.
As Buitenverwachting is highly rated in Rossouw's Restaurants (at 2+ stars) this account certainly surprises me too. They also seemed to make the day worse and worse for themselves – topping it off by a belated comping of the meal. It boils down to very poor management on the floor.
so far no response from them… e- mailed 14 hours ago and counting…..